If I have an issue with my order - what do I do?

At Hillbrush, we strive to provide you with the best possible service by ensuring that your order is delivered exactly as requested, with the correct quantities and within the designated time frame.

Nevertheless, there may be instances where you receive an order that is not entirely accurate or as per your specifications. Please take note of the following guidelines to help us address any concerns you may have regarding your order.

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N.B. Please be aware that in order for replacements to be dispatched or for a credit to be issued, the complaints must first be verified and upheld.

It’s possible that your order might be placed on hold if there are any discrepancies found in your purchase order.

Please take note of the potential reasons for orders being put on hold:

• Price discrepancy

• Incorrect or missing carriage

• Overdue invoice

• Proforma invoice to be paid

ISSUE What we do What you need to do

We will send you an email with the details of the price discrepancy, comparing our price with your price.

Incorrect or missing delivery charge

Overdue Invoice

We will send an email outlining the issue of the carriage.

We will inform you by email that you have an outstanding invoice and provide the information required to contact finance.

Proforma

We will send the proforma invoice by email and the different options available for payment.

Incorrect Pack size

(Order will not be held)

Out of stock

(Order will not be held)

When sending the order acknowledgement, we will advise you of any pack sizes. However, your order will not be held.

When sending the order acknowledgement, we will advise you of any out of stock items, their return dates and any alternatives we have available.

We require you to send a revised PO with the correct pricing.